Customer satisfaction : practical tools for building important relationships / Dru Scott.

Format:

Book

Author/Creator:

Scott, Dru.

Series:

Fifty-Minute series.

A fifty-minute series book

Language:

English

Subjects (All):

Consumer satisfaction.

Customer relations.

Physical Description:

1 online resource (126 p.)

Edition:

3rd ed.

Place of Publication:

Menlo Park, Calif. : Crisp Publications, c2000.

Language Note:

English

Summary:

After completing this course, you'll have the skills to build and maintain long-term customer relationships, handle difficult people, and overcome barriers to customer satisfaction.

Contents:

Title

Copyright

About the Author

Contents

Sneak Preview: The Big Picture

Personal Customer Satisfaction Action Plan

YOUR PERSONAL SATISFACTION ACTION PLAN

PART 1 CLEARING THE BARRIERS

CHAPTER 1 How Customer Relationship Skills Can Build Your Success

Building Customer Relationships for Repeat Business

The call

The turning point

Shift Your Focus

The secret

Success Stories

SUCCESS STORY 1 Ann Puts Up a Sign

SUCCESS STORY 2 Bill Suspects Burnout

SUCCESS STORY 3 Blair Frames Her Boss

SUCCESS STORY 4 Jeff Breaks a Record

WRITING YOUR OWN SUCCESS STORIES

CHAPTER 2 Dealing with Difficult People

Job Frustrations and Difficult People

Seven Frequent Frustrations

CHECK FOR FRUSTRATIONS AND CHALLENGES

Situation 1

Situation 2

Situation 3

The Secret of Success

A Personal Case

LISTEN FOR THESE SIGNALS

Save Time by Taking Situations Professionally

A Paid Professional

Keep the Spotlight on the Issue

Techniques for Keeping the Spotlight on the Issue

CHAPTER 3 Burnout-Threat to Customer Satisfaction

Eight Common Signs of Burnout

REVIEW THE SIGNS

Additional Signs of Burnout

DISCOVER YOUR EARLY WARNING SIGNS

Five Techniques for Preventing Burnout

Burnout Prevention 1: Exercise Daily

Burnout Prevention 2: Take Care of Your Own Needs

Burnout Prevention 3: Work Toward Measurable Targets

TARGETS HELP YOU APPRECIATE YOUR ACCOMPLISHMENTS

TARGETS TURN ON YOUR CREATIVITY

TARGETS MAKE YOUR JOB EASIER

Sample Targets to Stimulate Your Thinking

YOU CAN DESIGN YOUR TARGETS

Burnout Prevention 4: Say What You Feel, Directly and Skillfully

Getting It Out

BURNOUT AND COMPLAINING- AVOID THE TEMPTATION

GIVE YOURSELF A HEAD START

Burnout Prevention 5: Do Good Things for Your Spirit

Spirit Raisers.

CHAPTER 4 The Secret to Getting More Cooperation

Working as Partners- Treating Your Boss as a Customer

CASE STUDY Blair and the New Boss

TREAT YOUR BOSS AS A CUSTOMER

Some Questions for You

TREAT CO-WORKERS AS CUSTOMERS, TOO

"BUT I DON'T HAVE CUSTOMERS"

Updating Your Beliefs

A Close Look at Cooperation

A Selfish and Successful Strategy for Getting More Cooperation

FOR COOPERATIVE PARTNERSHIPS, TREAT EACH PERSON AS A CUSTOMER

Roadblocks to Avoid

Roadblock 1: "He isn't a customer: He is just someone I work with."

Roadblock 2: "But you don't know the people I work with."

Roadblock 3: "I don't have time."

Roadblock 4: "But this approach doesn't always work."

Roadblock 5: "Why should I? I'm the customer."

MORE ROADBLOCKS TO SUCCESS

PART 2 BUILDING THE FOUNDATION

CHAPTER 5 The Problem with Customer Service

Satisfaction Is Defined by the Customer

Why Satisfaction Is Better than Service

CASE STUDY Tom and the Two-Hour Trouble

Meet the Requirements of the People You Serve

Customer Satisfaction Is Easier When You Have Targets

TARGETS BY ANY NAME

WHO ESTABLISHES YOUR TARGETS?

When the Target is Provided by Your Manager

MAKE SURE YOU KNOW THE PURPOSE OF THE TARGET

When You Help Define the Target

A Shortcut for Defining Targets

ARM YOURSELF WITH WRITTEN TARGETS

The Pleasant Payoff

AIM FOR SATISFACTION

CHAPTER 6 The Customer Is Not Always Right, But…

The Customer is Always the Customer

Blaming- A Barrier to Problem Solving

BELIEFS AS A BARRIER TO PROBLEM SOLVING

Uncover Your Beliefs About Problem Solving

Shortcut to Stopping the Blame Habit

CASE STUDY Sandy Steps Out of the Victim Role

Seven Practical Steps to Customer Problem Solving

Step 1: Express Respect

EXAMPLE TO STIMULATE YOUR THINKING

CALMING LANGUAGE THAT EXPRESSES RESPECT.

Select Your Own Calming Statements

CASE STUDY George

Questions for Discussion

Step 2: Listen to Understand

CASE STUDY The Benefits of Listening to Understand

Step 3: Uncover the Expectations

Step 4: Repeat the Specifics

Step 5: Outline the Solution or Alternatives

Step 6: Take Action and Follow Through

Step 7: Double-Check for Satisfaction

SOLVING PROBLEMS AND SELF-PROTECTION

PART 3 USING THE TOOLS

CHAPTER 7 Getting What You Want

Make It Easy for Others to Cooperate with You

Six Cooperation Techniques

Technique 1: Use a warm and cooperative tone of voice

DEEP BREATHING

VIGOROUS EXERCISE

Technique 2: To build confidence, use "I will…"

Technique 3: To reduce frustration, use "Will you…?"

A quick way to replace language that can offend

Technique 4: To say no courteously, use "You can…"

Positive Options for " No"

Technique 5: To save time, give the reason first

How to Say "Why" First

Technique 6: To reduce tension, call anyway

CHAPTER 8 Building Motivation with Customer Feedback

People Need to Know How They Are Doing

The Missing Ingredient

CHECK FOR CUSTOMER SATISFACTION

WHAT HAS HAPPENED TO YOU?

CASE STUDY: Greg and Customer Feedback

A Simple System for Obtaining Feedback

THREE PLUSES AND THREE MINUSES

Protect Yourself with Ongoing Feedback

Get Going on Customer Feedback

Get Systematic Feedback from Your Customers

Sample Customer Survey

The Best Kind of Customer Feedback

CONSIDER YOUR OWN RESPONSIBILITIES

TALK ABOUT CUSTOMER FEEDBACK

CHAPTER 9 How to Keep It Going

Success Secret 1: Give Yourself More Blue Ribbons

Success Secret 2: Hand Out More Blue Ribbons

Success Secret 3: Treat This Book as a Tool Kit

CASE STUDY Sarah Shares Her Story

Remember the Customer Satisfaction Essentials.

BUILDING CUSTOMER RELATIONSHIPS FOR REPEAT BUSINESS

REMEMBER

A STORY The Third Stonecutter and Customer Relationships

Your Feedback Is Important

Author's Suggested Responses.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Includes bibliographical references.

ISBN:

1-4175-2482-0

OCLC:

646716988